10002 guides the development and implementation of complaints-handling frameworks and processes within organizations related to their products and services. The standard supports developing and implementing a complaints-handling framework that integrates with the organization's context and focuses on leadership and commitment. The standard specifies the fundamental principles to implement and maintain an effective complaints management process, which includes:
- The commitment of the organization
- Ensuring adequate capacity to manage customer complaints
- Transparency of the complaints process
- Accessibility to all interested parties
- Responsiveness and objectivity in resolving complaints
- Charges imposed for utilizing the complaints process
- Information integrity and confidentiality
- Ensuring a customer-focused approach that promotes accountability and competence
- Timely resolution of complaints
- Continual improvement of the complaints management process
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ISO 10002 guidelines are designed to be flexible and adaptable, making them suitable for any organization, regardless of its size, scope, field of business, or whether it's public or private. These guidelines can help you develop and implement a practical complaint-handling framework based on internationally recognized best practices.
Achieving ISO 10002 attestation for your customers’ complaints handling framework will help your organization:
- Achieve higher levels of customer satisfaction.
- Gain the trust of your customers and stakeholders regarding the transparency and robustness of your quality operations.
- Ensure the alignment of your complaints handling processes with international best practices.
- Achieve a competitive advantage in the market with distinguished clients and customers.
- Achieve more efficient utilization of resources used for handling customer complaints.
- Promote the importance of customer focus within the organization.
